Thanks for posting and welcome to the community. My apologies for the broadband issues. Upon doing a system check, I've seen that you are affected by an SNR (signal to noise ratio) issue. Your fault reference is F009499828 and the estimated fix date is the 16th December. Please monitor the connection after this date and let us know any issues.
Indeed, those are possibly the worse set of stats from a VM hub that I've ever seen while it still manages to limp on with some sort of connectivity (a bit like Monty Python's Black Knight)!
Probably you will need a visit, but in the meantime, start at the hub and trace the cable back out to the omnibox on the outside wall, make sure that each and every connection you get to is nice and tight and see if there are any obvious signs of cable damage. It's quite safe to open up the box and check the connections inside it as well.
Hopefully the cable fault is there, the danger is that the issue might be between your house and the street cabinet requiring a cable re-pull, which can open up a whole litany of miscommunication between various third party suppliers, VM, the local council, Uncle Tom Cobbly, and all!
thanks for the reply but not having proper working broadband for the next 2 months (at least) is not acceptable.
FYI the SNR fault on my line was raised on the 14th Jan 2021.
I was sold a product on a faulty line and because I am 10 days over my cooling off period VM expect me to pay an early termination fee for a product they knew wasn’t working correctly when they sold it to me
have been on the phone to VM all day since 10am. CS lied about sending an engineer out (they said they raised a work order and the engineer would visit before 5 so I should wait for them, called VM back at 5pm to find out where said engineer was, only to be told that the engineer has completed the job at 09:50 a full 45 mins before the CSA had booked the job???
Whole day wasted
Spent all day on the phone being fobbed off. Now have been told my only recourse is to go via the OFCOM auto compensation scheme which I am not eligible for as the fault is intermittent and they only cover full day loss of service.
then been told if I want to leave without an early termination fee then I have to have OFCOM monitor the line for 30 days to see if I reach my guaranteed speed 50% of the time.
my service cuts out every day, sometimes for 10 mins, sometimes for 30. And I’m expected to pay for this?
currently awaiting a callback from a manager to escalate the complaint.
Thank you forum members for all the tech help so far.
@Socialize oh dear, where to start here? Firstly there may or may not be a S/N ratio issue in your area, but this has exactly nothing to do with your connection problems which are entirely due to a bad cable connection somewhere between your hub and the street cabinet. Now in defence of @Ashleigh_C VM use a ‘computer says NO’ methodology where even if a local issue has absolutely nothing to do with your specific issue, then their systems will automatically cancel any and all engineer visits.
With the stats you have posted above, it is absolutely astonishing that you can get any internet connection at all - which actually is a tribute to the often maligned DOCSIS technology which cable internet suppliers use.
OFCOM monitor the line for 30 days? Seriously, that has to be the biggest crock of old s&*t I’ve heard in a while, it’s probably number 3 or 4 on the list of ‘BS excuses to tell the customer to get them off the line’ which all customer services staff are issues with.
Waiting for a call back from a manager? Absolutely won’t happen!
OK here’s what you do, you call VM tomorrow and request an immediate release from contract, they’ll refuse, OK you then request a deadlock letter, again they probably refuse or agree but then ‘lose/forget’ the request. No worries, you arrange an alternative BB supplier and bide your time, after eight weeks you escalate this to the industry regulator CICAS and request early realise from contact with no penalty, refund of all monies paid to VM to date, a sum equivalent to what you have paid for an alternative connection and finally say and extra 50% of the total to cover the sheer inconvenience and stress involved. Make sure that you keep notes of all interactions with VM, every single broken promise and missed appointments etc.
Of course if you really want to shortcut the system, do you happen to have a good lawyer?